Recruiter's Glossary

Examples: Callback System • Knowledge Base • Customer Pain Points

Freshdesk

Term from Customer Service industry explained for recruiters

Freshdesk is a customer service software that helps companies manage their customer support. Think of it as a smart inbox that organizes all customer questions and problems that come through email, phone, or social media into one place. Support teams use it to track, respond to, and solve customer issues more efficiently. It's similar to other help desk systems like Zendesk or Help Scout. Instead of using regular email, companies use Freshdesk to make sure no customer request gets lost and to keep track of how well their support team is performing.

Examples in Resumes

Managed customer support team using Freshdesk to handle 1000+ tickets monthly

Implemented Freshdesk workflows that improved response time by 40%

Trained new support staff on Freshdesk ticket management system

Typical job title: "Customer Service Representatives"

Also try searching for:

Customer Support Specialist Help Desk Agent Technical Support Representative Customer Experience Manager Support Team Lead Customer Service Manager Customer Success Manager

Where to Find Customer Service Representatives

Online Communities

Professional Networks

Example Interview Questions

Senior Level Questions

Q: How would you set up Freshdesk for a team of 50 customer service agents?

Expected Answer: Should discuss creating efficient workflow automation, setting up departments, establishing SLAs (response time goals), creating canned responses for common issues, and training strategies for the team.

Q: How do you use Freshdesk reports to improve team performance?

Expected Answer: Should explain how to track key metrics like response times, customer satisfaction scores, and agent performance, and how to use this data to make improvements.

Mid Level Questions

Q: How do you handle escalation of tickets in Freshdesk?

Expected Answer: Should explain the process of setting up escalation rules, when to escalate tickets to supervisors, and how to use ticket categories and priority levels.

Q: Explain how you would use Freshdesk's automation features.

Expected Answer: Should describe setting up automatic ticket routing, creating auto-responses for common questions, and using rules to categorize tickets.

Junior Level Questions

Q: How do you create and manage tickets in Freshdesk?

Expected Answer: Should be able to explain basic ticket creation, updating status, adding notes, and responding to customers through the platform.

Q: What are canned responses and when do you use them?

Expected Answer: Should explain that canned responses are pre-written answers for common questions, saving time while maintaining consistency in responses.